Words Matter: Creating Clear and Accessible Communication in Academic Libraries

A Journey from Miscommunication to Inclusivity

When I first became director of the library, I quickly learned that managing a team with diverse needs and schedules was no small feat. Communication was everything—especially with our team of student workers, paraprofessionals, and professional librarians on varying contracts. I assumed that more information was better, so I packed every email and memo with detail, thinking it would empower the team. Instead, I was met with questions that reflected confusion, not clarity. Some staff felt overwhelmed; others weren’t sure what applied to them specifically.

It was during one particular meeting, after I’d tried to explain the rollout of a new digital tool, that I saw how lost people were. That’s when I realized that what I was saying wasn’t being received the way I intended. It wasn’t just a matter of adding more information or “covering all the bases.” Rather, I needed to simplify my message and ensure it connected with every team member’s unique role and experience.

This realization was the start of an ongoing journey to develop a communication approach that is not only clear but inclusive. By blending principles from Simply Said and a commitment to addressing ableism in library practices, I began to see communication as an opportunity to build a team culture where everyone feels seen, respected, and valued. Here are the lessons we’ve implemented to foster inclusivity, clarity, and connection.

Start with the Audience—Centering on Each Team Member’s Needs

One of my first lessons in clear communication was to consider who I was speaking to before deciding what to say. This meant moving away from blanket messages and tailoring information to the needs of each group. Student workers didn’t need to know the details of every policy update; they needed quick, task-oriented guidance that helped them in their day-to-day work. Professional librarians needed broader strategic information, while paraprofessionals often benefited from practical, process-focused instructions.

Similarly, when discussing changes like adding a digital asset management system (DAMS), I kept in mind that accessible communication wasn’t just about sharing details. I needed to check if those details were accessible to everyone. I learned to offer information in multiple formats, including brief summaries or one-pagers, and to provide time for questions. This approach, grounded in understanding my audience’s needs, helped each team member feel engaged and included.

Use Clear, Inclusive Language That Empowers Rather Than Excludes

Another key principle I’ve adopted from Simply Said is the power of clarity—choosing words that everyone can understand and relate to. But clarity alone isn’t enough; it’s essential to use language that respects and includes. We discovered that words matter deeply when it comes to creating an inclusive environment. For instance, the common phrase “confined to a wheelchair” unintentionally sends a message of limitation. By shifting to phrases like “wheelchair user,” we frame mobility as a tool, not a restriction.

To embed this awareness in our library, we created a style guide to help us all use empowering, respectful language. This guide wasn’t just for external communications; it influenced how we described library events, internal policies, and even casual team updates. This shift, though seemingly small, had a powerful impact. I found that the team was more receptive, and staff felt that our values of respect and inclusivity were truly present in our everyday language.

Make Virtual and In-Person Meetings Accessible and Engaging

I realized that while I was adjusting my communication style in writing, our virtual meetings needed attention too. Especially in an academic library, where virtual sessions have become routine, it’s easy to overlook how some practices might unintentionally exclude certain participants. In the early days of remote work, I noticed that a few team members were struggling to follow discussions, particularly when we shared slides or videos without captions or transcripts.

We began a policy of enabling closed captions in every meeting, sharing slides ahead of time, and offering alternative ways to communicate, such as via the chat function. By doing this, we opened up more ways for team members to participate comfortably and effectively. Now, I start each virtual meeting by briefly explaining the accessibility features available, so everyone knows they’re encouraged to engage however works best for them.

Provide Clear, Empathetic Feedback to Support Growth

In striving for inclusive communication, I’ve found that feedback is one of the most important—and challenging—areas to get right. Early on, I sometimes gave vague or overly complex feedback, trying to be encouraging but ending up unclear. At other times I tried the feedback sandwich. Needless to say, the message was often times lost. This was especially challenging when working with part-time or student staff, who often benefit from direct guidance to build their skills.

Using Simply Said as a guide, I began to reframe feedback in a way that was both clear and constructive, asking myself, “How can I help this person understand what went well and what they can work on, in a way that respects their individuality?” For instance, I learned to praise students for specific skills, like time management, rather than just saying “great job.” For paraprofessionals and professional librarians, I framed feedback as a conversation, providing context and inviting their perspectives. This approach helped them feel valued and respected as contributors to the library’s mission.

Foster Ongoing Reflection and Adaptability

As much as I wanted to establish set communication practices, I realized early on that fostering inclusivity requires continuous reflection and adjustment. What worked for one team member might not resonate with another, and new challenges would always emerge. By regularly seeking feedback, I’ve created a dynamic communication approach that grows with us.

To maintain this culture of reflection, I schedule regular check-ins where team members can share their thoughts on our processes, meeting formats, or anything they feel might help them engage better. These sessions have become a space for open dialogue, reminding everyone that inclusivity is a team effort and that we’re all accountable for maintaining it.

Anchor Communications in Empathy and Intentionality

Ultimately, I’ve learned that effective communication in an inclusive library environment is rooted in empathy and intentionality. Every message, whether it’s a staff update or a strategic plan, is an opportunity to connect and build trust. By asking myself, “Who is this message for, and how can I make it meaningful for them?” I’ve been able to bridge gaps that once led to confusion or exclusion.

For example, I once had to introduce a new scheduling system. Initially, my email about it was packed with detailed instructions. But after feedback from staff, I realized that some team members needed only the basics, while others appreciated a more thorough guide. I broke the instructions down into sections, each with a clear purpose, allowing team members to access what they needed without feeling overwhelmed.

Conclusion: Communication as the Foundation of Inclusive Libraries

Managing a team in an academic library is a continuous journey of learning to communicate with empathy, clarity, and respect for every person’s needs. By blending the lessons from Simply Said with a commitment to addressing ableism and fostering accessibility, we’ve developed a communication style that builds inclusion from the ground up. This isn’t just about making our library services available to everyone—it’s about making sure every voice is heard, every question valued, and every team member supported.

As librarians, we’re in a unique position to shape a culture of inclusivity through our communication practices. By considering the needs of our audience, using clear and respectful language, making meetings accessible, and maintaining flexibility, we can create a library environment that genuinely reflects our commitment to serving all. And as I’ve learned firsthand, when communication becomes truly inclusive, it doesn’t just inform—it inspires, empowers, and connects us all.